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I didn’t make any of these up. These are real experiences that happened to me in the last 30 days! ...Why aren’t organizations, experiencing their customer’s experience?
The jar is a hodge podge of tangible memories from our experiences: 🎫 Ticket stubs 🗺 Maps 📿 Lanyards 🖐 Wristbands 📰 Programs 🎭 Playbills We dump the jar out on a big blanket & each person picks their five favorite things we did together
Having implemented a new customer experience discipline in various organizations over the last 15+ years, I’ve come to learn a bit about how organizations view the customer experience function and the perceived role CX teams play in articulating “THE” experience for customers
It looks something like this: A customer interacts with one team member (or location) & has a magnificent experience. The team member listened to the customer’s needs, connected with them, & delivered an experience that exceeded their expectations. 🙂 Then, the next time the customer interacts with the brand they have a different team member (or visit a different location) & have an experience filled with friction, frustration, & disappointment – challenging their loyalty to your brand. 😡 So, what’s the best way to ensure this doesn’t happen?
Performance pillars of experience design include customer experience, user experience, employee experience, partner experience, and public experience. Experiences together culminate in the overall brand experience
This culture is created by front-end and back-end processes and experiences that ultimately influence customer perceptions
3 Comments - "Customer Experience = Customers’ realities in selecting, getting, and using a solution that enables a capability they want."...See https://clearactioncx.com/customer-experience-definition/ for Slideshare decks explaining more
Similarly, with the Customer Experience, you want to eliminate leading questions that steer toward success...Similarly, with the Customer Experience, when examining your data, multiple analysts should arrive at the same conclusions
While E-Commerce provides a way for companies to exponentially increase revenue, if the user experience goes wrong in any step of the buy flow, shoppers will abandon their cart and sometimes never return
Designing and implementing novel methods to enhance customer experience
Problem resolution and prevention; identification and treatment of root causes of customers' issues; may be applied at the individual or account level, or to improve the welfare of the full customer base (existing and prospective customers)
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